Alfonso Trevino
McAllen,TX
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills. Results-driven candidate with successful track record of providing administrative support in busy office environments. Adept at handling multiple projects and prioritizing tasks.
Overview
38
38
years of professional experience
Work History
Total Experience Coach
T-Mobile
03.2018 - Current
- Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
- Developed and led group training courses to align with corporate sales and service goals.
- Managed recruitment, training and development for highly effective sales team.
- Designed and implemented sales training program and documentation.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Collaborated with Human Resources to facilitate recruitment promotion at job fairs and other community events.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
Technical Support Coach
T-Mobile
01.2015 - 03.2018
Customer Care Coach
T-Mobile
09.2005 - 01.2015
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Created customer support strategies to increase customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed new employees and on-going performance assessment of current employees.
- Established performance and service goals and held associates accountable for individual performance.
- Evaluated interactions between associates and customers to assess personnel performance.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Customer Service Representative
T-Mobile
12.2004 - 09.2005
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Office Manager
Overhead Door Or The Valley
08.1991 - 12.2004
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Controlled finances to lower costs and keep business operating within budget.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
ABE3 E4
US Navy
02.1986 - 06.1990
- Supervised and coordinated activities of crew aboard ship.
- Examined cargo-handling gear and lifesaving equipment to repair or replace defective gear and equipment.
- Operated in challenging, high-stress and physically-demanding environments to keep personnel safe and direct aircraft in flight operations.
- Worked in groups of to keep deck aircraft operations efficient and smooth.
- Performed troubleshooting, repair and maintenance actions on deck equipment.
- Oriented, readied and directed planes for successful take-offs.
- Signaled pilots manually to correct movements and prevent accidents.
- Collaborated with maintenance staff to repair equipment and maintain performance levels without sacrificing operational efficiency.
- Upheld strict safety standards and achieved challenging schedule targets with smooth oversight of daily launches and landings.
Education
Bachelor of Science - Criminal Justice
Strayer University
Washington, DC2025
GED -
San Antonio College
San Antonio, TX01.1986
Skills
- Company Policy Compliance
- Customer Engagement Strategies
- Business Operations Expertise
- Client Rapport-Building
- Constructive Feedback
- Learning Strategies
- Multimedia Presentations
- Employee Training
- Training Team Members
- Social Media Platforms
- Online Training
- Training Manuals and Materials
- Sales Planning
- Report Preparation
- Customer Rapport
- Business Needs Analysis
- Confidential Records Management
- Customer Needs Assessments
- Corrective Actions
- Loyalty Programs
- Sales Goals
- Operational Efficiency
- Complex Problem-Solving
- Customer Loyalty
- Closing Procedures
- Facilitate Group Discussions
- Customer Service and Assistance
- POS Inventory System Operation
- In-Depth Research
- Employee Performance Reviews
- Video Conferencing
- Cash Register Operations
- Operational Planning
- Customer Satisfaction
- Interpersonal Communication Skills
- Active Listening
- Process Knowledge
- Employee Retention
- Performance Monitoring
- Staff Meetings
- Coaching and Development
- Effective Customer Communication
- Accounting Records
- Critical Thinking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
- Navy Achievement Medal
Languages
Spanish
Native or Bilingual
Timeline
Total Experience Coach
T-Mobile
03.2018 - Current
Technical Support Coach
T-Mobile
01.2015 - 03.2018
Customer Care Coach
T-Mobile
09.2005 - 01.2015
Customer Service Representative
T-Mobile
12.2004 - 09.2005
Office Manager
Overhead Door Or The Valley
08.1991 - 12.2004
ABE3 E4
US Navy
02.1986 - 06.1990
Bachelor of Science - Criminal Justice
Strayer University
GED -
San Antonio College